[Hiring] MyHR Live Support Advisor @Amazon

Role Description

Amazon’s MyHR Live Support team is seeking customer-focused professionals who thrive in a dynamic contact center environment. As an HR Contact Center Professional, you will be at the forefront of our customer service operations, primarily handling live phone calls and/or chats.

• Handle a high volume of live contacts, primarily through phone calls and potentially chats, taking ownership in ensuring each interaction is resolved with a high degree of problem-solving and customer obsession.
• Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plans to each employee's changing needs during live interactions.
• Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs, even when information is limited.
• Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs, analyzing and deciding on resolutions for their requests in real-time.
• Consistently consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.
• Maintain high performance metrics in areas such as contact handling time, first-contact resolution, and customer satisfaction scores.
• Adhere to set schedules, including timed breaks and lunches, to ensure consistent coverage and support for our 24/7 contact center operations.
• Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts, to support our global workforce across different time zones.

Qualifications

• Bachelor's degree or Advanced Degree
• Experience in English-language communication skills, both written and verbal
• 6+ months of customer service experience
• 6+ months of human resources experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Flexible with Voice and chat process
• 6+ months of experience in contact center, customer service, human resources, technical support or equivalent experience.

Requirements

• 1+ years of human resources experience
• 1+ years of customer service experience
• 1+ years of technical support experience
• 1+ years of Microsoft Office products and applications experience
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in managing and troubleshooting network and experience in networking administration and troubleshooting
• Experience in human resources
• Bachelor's degree, or Master's degree in business, operations, human resources, adult education, organizational development, instructional design or related field
• Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience with end-to-end project management

Company Description

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

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